What are the responsibilities and job description for the Chatbox Analyst position at Pearson?
What You'll Do
Partner with product, engineering, support and experience design colleagues to develop & validate creative solutions to customer & business problems that create significant impact.
Drive clarity and solve ambiguous problems using automated self-service support options.
Propose and guide the chatbot gateway into the support experience. This functionality is the entry point to the customer support experience and is an opportunity to collect product insights and facilitate decisions.
Leverage data to understand product performance and to identify improvement opportunities.
Utilize dashboards to monitor product health and adapt and enhance the chat experience to address issues as they arise.
Provide recommendations to assist quick product ideation and feature support recommendations based on technology solutions and customer fit.
Be an active contributor to the creation of the support team roadmaps.
Write clean and functional code.
Integrate conversational AI solution into our existing platform API’s
Communicate with senior management and partner closely with cross-functional teams.
Work on one or more technical areas of applications of Natural Language Understanding, dialog system, statistical NLP, contextual understanding, probabilistic inference/reasoning, product recommendation
Qualifications - External
To qualify for the role you must have:
M.S. or Bachelor’s degree in Statistics, Economics, Machine Learning, Operations Research, or other quantitative fields. (If M.S. degree, a minimum of 1 years of industry experience required and if Bachelor's degree, a minimum of 2 years of industry experience as a Data Scientist or conversational design).
Experience in crafting demos that showcase the potential of conversational experiences
Experience in experimental design and analysis (e.g., A/B and market-level experiments).
Knowledge and experience with natural language understanding and generations systems (Salesforce Einstein experience preferred)
Experience in personal designing/writing
Technical knowledge of the fundamentals of conversation, speech and language technologies
Experience working very closely with cross-functional product teams.
Experience using Dialogflow or a similar tool to build Chatbots or Voicebots
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $100,000-$120,000. This position is eligible to participate in a sales incentive plan. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Job: PRODUCT MANAGEMENT
Organization: Higher Education
Schedule: FULL_TIME
Req ID: 2377
